Pension no.***4-Persal no.***2

I submitted the pension claim forms on behalf of my late aunt on the 26th of June 2015.The only method of communication is the call centre and every time i communicate with them i am told that they are busy with the file since its an old case and my aunt passed on in 1996.On the 21st of October i was told that the payment was approved and. sent to paying dept.On the 9th of November i was told that the file is with re-issue section waiting for approval.So now i am confused because there is no direct person i can talk to and make me understand what is the real problem because nobody has ever contacted me to at least inform me about the progress.I will sincerely appreciate your help regarding this matter. Yours Faithfully.Thokozani Mathenjwa(Beneficiary)